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Matching service support to business growth

The on-going sales success of XYZ Machine Tools (www.xyzmachinetools.com), with the record level of turnover achieved in 2018/19 continuing as the company concluded the first quarter of its 2019/20 financial year, has seen increased demand on its service team due to the higher number of machines being commissioned.

To address this situation, XYZ has recruited Peter Falkner as service manager, with the target of streamlining service activities and making them more accessible and visible to customers.

Mr Falkner joins the company from the power generation sector, where he worked in service-oriented engineering/project management roles for a business that generated around 75% of its £250 million turnover from service support.

He said: “My previous employment was a completely different model to that of XYZ Machine Tools, and it is that change that excited me about the prospect of bringing fresh ideas to the world of machine tools, the opportunity to bring my knowledge and experience to a company like XYZ that values service and support and wants to develop that offering.”

The service element of XYZ Machine Tools’ business had been viewed as being purely a necessary function of a machine tool business, but with continued sales growth, the company’s management identified significant scope to develop this element to further enhance the relationship between its service team and customers.

Mr Falkner said: “We will begin to implement new processes and systems that give customers greater visibility and awareness of how their requirements are being managed.

“By matching our service support to the growth in business and exceeding customer expectations, we can continue to develop the sales performance of the business.”